Customer Service Excellence

An effective library is at the heart of a successful student’s study at university – whether it’s the physical library of books and study space or the virtual library of online resources and databases. But most important is that library users have a successful experience of using the library.

BCU’s Library and Learning Resources (LLR) have had their Customer Services Excellence award review recently – and have passed with flying colours. Among the external assessor’s comments were:

LLR have taken on board … to engage more with students on navigation, space, and noise. The Be Considerate campaign has given more information on these issues and clearer signage has been installed.’

LLR use the acronym CSE [Customer Service Excellence] and this is now becoming everyday language. The acronym is used to mean providing excellent service as opposed to referring to the CSE Standard. This has helped embed an ethos where everything that LLR do in terms of delivering and improving services, is natural and not contrived to meet the Standard

‘… all of the students interviewed confirmed they were satisfied with LLR – ‘they are brilliant and always try to help you’’

But we don’t intend to stop here. There are plans in store to improve access to books and electronic resources, to identify ways of engaging students in selecting the books they need, improve the library website and look at how the space in the library can better respond to students’ changing needs.

If you have any questions, comments or complaints about the library, please let us know so we can sort it out. If you have had a good experience, please let us know too – and tell your friends!

Changes to the Curzon High Demand Collection

We are working on integrating our High Demand Collection stock into the main Curzon library (April 2018):

  • In-demand stock will be changed from a 4 hour loan to a 1 day loan. This will make it easier to access our book stock – particularly for commuter and part-time students who may not be able to borrow a 4 hour loan.
  • As each item is changed, it will be interfiled within the main book sequence and the new loan period will be reflected on the library catalogue. This will make it much simpler to browse the shelves as all copies of the same book will be in one place.
  • Theses from the High Demand Collection will also move into the main library.
  • The reservations awaiting collection will be moving closer to the Library Help Desk.

We anticipate that the stock moves will be complete by mid-May.

^Laura

Ebook Central: Get ready for a new e-book service

On the 25th April e-books currently available on MyiLibrary will be migrating to a new platform called Ebook Central. Keep reading for details of Ebook Central’s great features, some of the online sources of help available with using Ebook Central and if you’re a MyiLibrary user some of the steps you might want to take before the migration takes place.

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How to … event: Stress

As the university’s main exam period fast approaches we thought we would focus April’s  ‘How to …’ events on Stress.

Stress

Staff will be visiting each of our campus libraries where there will be the opportunity to learn how to …

  • Cope with exams
  • Organise your assignments
  • Find books on relieving stress
  • Get some useful tips on tackling stress
  • Find out who can you help within the University

 

Pop along to one of the sessions detailed below:

Date Location Time
Mon 16th April School of Art Library,

Margaret Street

11:30 to 12:30
Tue 17th April Curzon Library 11:30 to 12:30
Wed 18th April Kenrick Library 11:30 to 12:30
Thu 19th April  School of Jewellery Library, Vittoria Street 10:00 to 11:00
Fri 20th April Mary Seacole Library 11:30 to 12:30

Hope to see you there!

^Posted on behalf of Huizhe Jin and Janet Fox, Customer Services.

 

Image reproduced with kind permission of Getty Images UK under the terms of an exclusive license agreement between BCU and Getty Images.

Don’t just eat your GREENS, work amongst them too!

arboretum-174916_640

We have all heard about the health benefits of green leafy vegetables on our bodies but did you also know that surrounding yourself around green leafy plants can also have health benefits on our bodies too? Numerous scientific studies have shown that just adding some green indoor plants to a workplace environment can bring major positive benefits to workers. Maybe we should consider adding some green indoor plants to our workspace at BCU.

 Here are the top five benefits that ‘Greening Up’ indoor workspaces can bring:

  1. They can decrease stress. The colour green is believed to have a relaxing and calming effect on humans, which can help bring down work related tension, anxiety, anger and hostilities, which all helps to lift workers’ spirits and makes a happy working environment for everyone. https://www.verywellmind.com/color-psychology-green-2795817

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